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Tommy Hilfiger USA Inc

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18 Reviews & Complaints
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Jacket Bleeds, Customer Service Ignores
Posted by Amagnaguagno on 08/30/2012
NEW YORK, CONNECTICUT -- One rainy day in late May, I wore a red, black, and blue cotton-nylon Tommy Hilfiger jacket (3 months old). Although the jacket is lined, the red on the jacket shoulders bled through the lining onto my shirt underneath.

In June I phoned Hilfiger Customer Service, which promised to send me a Return Authorization (RA) so the jacket could be “evaluated.” If found defective, Hilfiger would send a replacement jacket. The RA did not arrive.

In a second call, Maria L. seemed efficient. She requested all the information I had given previously and promised to refer the matter to Steve, her supervisor, who would phone me. She asked for a back-up email address to confirm, a second telephone number, and promised to follow up personally. No call came, no RA.

A third call: I spoke to Rosa, who was polite and thorough. She retook all the same information. Nothing happened: no callback, no RA.

On 7/24/2012, I sent a complaint letter to Gary Sheinbaum, Chief Executive Officer, Tommy Hilfiger North America, and to Sam Sperrazza, Executive Vice President, Tommy Hilfiger North America Retail, TOMMY HILFIGER, USA, 601 West 26th Street, New York, NY 10001. No response.

     
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The waterproof is true?
Posted by Ilonadorsi on 08/14/2012
RIO DE JANEIRO -- Dear,
I bought a Tommy Hilfiger's watch at Rio de Janeiro's Dufry to my husband. At the OPERATING INSTRUCTIONS it is written that the watch is WATER RESISTANT to showering or swimming, behind the watch it is written 50M.

However, my husband swam with the watch and got water in it. The watch broke.

I took the watch to Vivara, the authorized service in Brazil and they told me that ANY TOMMY'S WATCH IS WATER RESISTANT. I argued that it is written in the watch and they said that it is written but it is not true...

They want to charge me R$ 330,00, about USD 165,00, to fix the watch.

The watch cost USD 120,00.

I wonder if that's how Tommy works and actually watches are not water resistant.

Best regards,

Ilona d'Orsi.
     
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Posted by FoDaddy19 on 2012-08-14:
There are varying levels of water resistance. Note, water resistant does not mean "water proof". Generally speaking a water resistance rating of 100 meters is adequate for most swimming or even snorkeling. A watch with a water resistance rating of 50 meters or less may or may not survive prolonged exposure to water.
Posted by copper_works_ on 2012-08-14:
You might want to contact the manufacturer if the store isn't following through. You don't say which watch it is, but with the 50M unless your husband was scuba diving should be covered. Water Resistant - 165 Feet (50 M)
Posted by trmn8r on 2012-08-15:
A manufacturer's rating (eg "50m") is an *interpretation*, and unfortunately can't be related to an ISO standard. While "50m" should be the minimum rating to use and survive normal swimming, obviously they missed the mark on this one. Excellent warning for others, though at your expense.

What is interesting to note is that any rating such as "30m" "50m" or "100m" doesn't mean the watch can withstand those depths for prolonged exposure.
Posted by copper_works_ on 2012-08-15:
I don't know if this will help since you are out of the county, but you could try this.

http://www.movado.com/media/manuals/pdfs/tommy-hilfiger/TH-010-003_WarrantyService_US-CAN.pdf
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Run by MORONS
Posted by Wod42 on 06/01/2012
This is the poorest managed company I have ever tried to do business with. Their website is a joke and does not work properly. Orders are canceled by the company without being notified and customer service will not even attempt to help you.
     
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Posted by trmn8r on 2012-06-01:
If this is a description of typical customer service, I might be inclined to agree the company may be run by "morons".

Is it possible that there are more details to your complaint that would make the management/employees appear perhaps lazy or poorly trained, and less like "morons"?
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Online Store
Posted by Dyer123 on 01/26/2012
I just cannot stop thinking about the bad experience I have had. I am a student and want to buy some gifts for my friends whenever I am leaving for my own country. I placed an order for more than twenty items and was told that my credit card information was incorrect; I called the credit card company and was told that everything with my credit card was correct. I called the Tommy Hilfiger online customer service and was told that the limited amount of items is twenty.

I removed some of my items but again, the system says that my card information was incorrect; I called the credit card authorization department again and was told that nothing wrong at all with my credit card; I called the Tommy Hilfiger Online Store customer service again and was told that the limited amount of items is thirteen.

I removed some more items; but again I was still told that my credit card information was incorrect; I called the credit card company again and got the same answer that my credit card information was correct. I called the Tommy Hilfiger customer service again and was told that the limited amount of items is ten.

I adjusted the quantity to nine items and finally I passed the verification and got a confirmation email. I just waited for the shipment notification, but I did not get any email; after three weeks I logged into my account and found that my order had been cancelled.

I called the customer service again to ask about the reasons and was told that he could not do anything for me because my order was cancelled, and he did not even ask me about any of my order information, including my order number, my email address or any other related information, and he was very impatient and rude.

First time when I made a purchase online and emailed to ask about return policy, I did not get any responses; this time when I tried to make a purchase, I found that my order was cancelled without being given any notification and reasons. And when I tried to ask for an explanation, I got nothing.

     
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Posted by Venice09 on 2012-01-26:
I think it's time to pick another store. They have wasted too much of your time already. If they don't know what the limit is, how are you supposed to know? Sounds like they don't know what they're doing and don't deserve your business.
Posted by abuchheit581 on 2012-01-26:
I would have given up way before the OP did. I agree with Venice, find a new store.
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Poor Service and Mislabeled Products
Posted by Debenr2004 on 09/01/2011
I bought two shirts at a Tommy Hilfiger outlet store in Seacaucus, NJ. When I arrived home I found the shirts that were labeled as mediums to be so small I couldn't even button them. I returned to the store with shirts and receipt in hand to simply exchange them for shirts that would fit me. The store manager said there was a "no return" policy in spite of the mislabeling and the stores negligence in not notifying me of the mislabeling. This was outrageous, but because the store manager claimed no authority in exchanging my shirts I agreed with her suggestion that she email her superior and that I would be contacted. I left my name and email, but after almost two weeks have heard nothing. This is unacceptable. This company no longer deserves my business.
     
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Posted by NicoleM on 2011-09-01:
I'm not familiar with shopping at outlet stores, but heard they don't typically take returns. I hate trying on clothes at the store, but most times that I skip it, I end up wishing I hadn't.
Posted by BEJ on 2011-09-01:
Why didn't you try them on before purchasing?
Posted by At Your Service on 2011-09-01:
I agree with BEJ. It's possible you may take a large in this brand.
Posted by Anonymous on 2011-09-01:
Along the same lines AYS, I've noticed that a lot of the designer brands run smaller. Since I normally wear a large I have to buy an extra large in designer clothes to get them to fit.
Posted by momsey on 2011-09-02:
AR
Posted by Anonymous on 2011-09-02:
I enforce a policy with my family when shopping..."TRY IT BEFORE YOU BUY IT!" A large in one brand may be a medium in another.
Posted by momsey on 2011-09-02:
Sorry for the random post. My phone was going haywire.

Anyway, are you sure you're a medium in TH clothes? Different brands and designers have different standards for size. Also, it's an outlet store. A lot of the clothes sold there are seconds or irregulars, which is why they're discounted.
Posted by Skye on 2011-09-02:
I think it's always best to try on anything you buy. Different brands always run different sizes.

Posted by steven & linda on 2011-09-02:
hi - we're new here but i saw you post and maybe i can offer some help. does the receipt or a sign in the store indicate their return policy?
you might want to try another hilfiger outlet and see if they might be able to help you or if not, try contacting the company directly and see if they can be of assistance.
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Bad quality
Posted by Chikokochi on 08/13/2011
I just bought a Hilfiger tote bag (style#: W8L401226) from one of its store in Singapore and have used it for 5 times. I am really upset to find out that the quality is not as good as what the brand looks. The leather handle part is the problem. I wish that Hilfiger will do some correction on executing the design. Honestly, I feel like betrayed by the brand because I just used this for freaking 5 times and even my other unbranded bag which I used almost everyday last longer than this Hilfiger bag.
     
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Discrimination Towards Asian! Rude Manager
Posted by Sprite80 on 03/04/2011
I was at Tommy Hilfiger Outlet store in Ontario, ca (Store # 104) this morning. I was told that by a friend they are having a great sale ( because she just purchased the night before). I am Chinese with a big family so I buy Tommy as gifts ever year for my relatives when I go back, because Tommy cost more over the sea. So this morning when I walked in the store I saw a sweater I like so I asked store girl how many I can buy, she told me I can buy 5pc of the same item. I went with a friend and both of us decided to buy the same items because the price was awesome. We did our shopping, however at the check out the manager from the store [snip - no names please] told me she will ONLY SELL ME FOUR ! I asked her why, then she handed over me the parallel imports paper, I explained to her I am not reselling them and I can cut off the tags in front of her, then she told me NO. because she can sale limited number to me, then I told her I asked the other store person, and she told me I can buy FIVE. Then this Maribell girl told me, she doesn't care but can only sale me Four in total. SO I asked her if she is discriminated towards me? And why my friend can buy 6 of the same items last night, but I can only buy four? Then she said I was rude and she will not sell to me. The story is not finished yet, she also rejected to sale to my friend, for the reason we are "friends". My friend ended up buying 4 after questioning her.

I am writing this and hope this can get to whoever in charge in Tommy. I feel sad and discriminated. I can provide every information to prove that I am not reselling the clothing. But Tommy needs to give me reason why I am NOT allowed to buy the products I want but others can.
     
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Posted by Ytropious on 2011-03-04:
It depends who's on duty. Some cashiers might not be as well versed in limits. It's an outlet store, a lot of outlet stores DO have item limits to stave off resellers. You admitted to them someone in your family had already bought 6, they are giving you 4, that averages to 5 each. I don't think this had ANYTHING to do with you being Asian.
Posted by Skye on 2011-03-04:
Well said Yt.

OP, they have to have limits, this way every other shopper gets a fair chance at purchasing the items.

Posted by trmn8r on 2011-03-04:
I am not quite sure why there was a disagreement of 4 vs. 5, but there was. However, I don't believe this has anything to do with discrimination.

If the CSR felt she was abiding by policy, and then you accused her of discrimination, I can see how she may take that as "rude". Stores can refuse service to anyone.

I'm not sure how you can prove that you aren't reselling clothing, though I am not suggesting that you are.
Posted by MRM on 2011-03-04:
Back when I was in high school, it was seen that Tommy Hilfiger apparels were worn mostly by hip hop artists and young African-Americans. It was a surprised to the high school kids that the designer of the popular Tommy Hilfiger is white.
Posted by Anonymous on 2011-05-10:
I had a similar experience just like yours at same store with that manager assistant. i complainted to the store manager Beth @909 484 0175. you may also send an email to tommyhelp@usa.tommy.com. but response to the complaint may be very slow. so far i didnt hear any thing from the manager or the company.
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Poor exchange policy and poor customer service for tourists
Posted by Samchu on 10/27/2010
A hole was found in Tommy Hilfiger polo shirt
A hole was found in Tommy Hilfiger polo shirt
I am living in Hong Kong. I bought a Tommy Hilfiger polo shirt last month when I travelled to New York. When I was back to Hong Kong after three weeks of purchase, a hole was found in polo shirt. Then I send email to US Tommy Helpdesk. They said that exchange policy only apply to US. They suggested me to contact the local Tommy Hilfiger store.

Then I went to local store. They said that they don't have same model. What they can do is to fix the hole by needlework. I refused and email to US Tommy Helpdesk again. I emailed them twice but no reply so far.

In fact it is easy to solve my problem. E. g. refund via credit card, send the exchanged item to local store... But Tommy helpdesk just select to escape. And I have no way to escalate.

As a result, I would recommend all tourists to be careful when they bought Tommy Hilfiger in US.

     
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Posted by Alain on 2010-10-27:
They did, in fairness, seek to resolve the problem with you. However, your point about being cautious with foreign purchases is well taken. Examining merchandise carefully before buying it can avoid problems at a later date.
Posted by shayen on 2010-10-27:
You didn't specify if you had the receipt or not. What does the receipt say about returns and exchanges? Their websites is pretty detailed about their policies, you might want to check it out. Piggybacking what Alain said, I would be more careful in the future when making purchases, i.e. carefully check the merchandise.
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Unrepairable Watch
Posted by Matini on 01/30/2010
I purchases a stainless steel watch Model F90271 a year ago for my boyfriends 21st birthday. The battery stopped working 6 months later. When I went to have it replaced, they told me that they could not remove the back of the watch. Thanks Tommy for the POS watch!
     
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Posted by GenuineNerd on 2010-01-30:
Was this a so-called "knockoff" watch bearing a Tommy Hilfiger logo, from a flea market, or was this sold by a reputable retailer? Most battery-powered watches have replaceable batteries; it's just the matter of removing the back. The backs of most watches could be popped off with a knife or screwed off with needlenose pliers. If the battery isn't replaceable, it is a super-cheap watch that is sealed. Most jewelers and mall watch kiosks...even Walmart's or Target's jewelry department, could replace the battery if they could get the back off.
Posted by Skye on 2010-01-30:
Have you tried to contact Tommy Hilfiger??
Posted by andbran on 2010-01-30:
it may require a special tool. go to a jewlers
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Bad managers
Posted by Micke on 08/29/2009
Tommy hilfiger is a great company but has the worst managers in ct. they have no respect for customers. They are so rude, the managers give tommy a bad name.
     
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Posted by Anonymous on 2009-08-29:
What did they do?
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